ABOUT THIS PODCAST 🔗
Navigating Customer Satisfaction in the Online Age - With Jay Skowron of HospitalityDefender. A weekly discussion of all things hospitality for restaurants, hotels, and other small business interested in wowing their guests. Learn about online reviews, customer service best practices, digital marketing, and more!
Update frequency:
every 9 days
Average audio length:
35 minutes
English
United States
11 episodes
since Dec. 1, 2020
episodic
LATEST EPISODE 🔗
What happens when a tip amount on the credit card line doesn't correspond to the total?Bad math by the customer!BUT... does the rule "always go by the total apply"?? NO!! Every situation must be looked at independently - by a manager. There is no one size fits all solution. Find out …
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PREVIOUS EPISODES 🔗
Recently we came across a restaurant that just implemented a new policy that servers would have to pay for the restaurant's credit card fees that they incurred.We disagree with that policy wholeheartedly.That is a cost of doing business. That is unfair to the servers.THAT will not make servers…
You ask your server for a good glass of wine. They recommend one. They don't tell you how much it is; you don't ask.Turns out it's $50 a glass. You've had three glasses.Whose fault was it?Support the show (https://www.paypal.me/hospitalitydefender)
With special guest Meredith Soleau, President of 424 DegreesDuring Covid-19, it's important that restaurants and other small businesses are operating at peak performance; however, we all have a bad day. Meredith and Jay discuss how customers need to cut them some slack because they're already strug…
Be honest - are your servers doing the best they can? Are they guiding your guests through their culinary experience or just taking orders and turning tables?The difference between the two can make or break you.
Support the show (https://www.paypal.me/hospitalitydefender)
With special guest Jim Ziegler (The Alpha Dawg)The car business has changed. It's more customer-focused than ever before. Do you have certain feelings about car salespeople or the car buying experience? He may just change your mind.Hear from veteran car salesman, manager, and nationally-recognized …
Short episode to finish up the year.Remember, you can make or break someone's day. Why not make it?Here's to staying positive and making 2021 a better year!
Support the show (https://www.paypal.me/hospitalitydefender)
The most (in)famous chef on the Internet, Chef Davide Cerretini, joins me as he explains how he declared war on Yelp!Disclaimer: This episode is controversial and fun. I don't necessarily agree with his Yelp tactics, but it's sure entertaining to hear about it! Listen to his feud with Yelp when he …
We Don't Determine What Good Service Is - The Customer DoesWith special guest: W. Scott CassIs customer service top-of-mind with you and your staff? Do you do whatever it takes to fix a problem? Is your mindset always customer-focused or stuck on just running shifts?This week's episode contains the…
When you're running a business it's important to have processes in place! From training programs to steps of service to keeping an eye on your employees and making sure they're upholding your standards, it all begins with strong processes. Here's a birds-eye view of the kinds of things you need to …
Disclaimer: The podcast and artwork embedded on this page are from Jay Skowron / HospitalityDefender, which is the property of its owner and not affiliated with or endorsed by Listen Notes, Inc.
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